Work with entitlements and service level agreements in Dynamics 365 Customer Service

Business User
Functional Consultant
Dynamics 365
Customer Service

This learning path focuses on working with entitlements and service level agreements in Microsoft Dynamics 365 Customer Service.


  • Have a trial subscription to Dynamics 365 for Customer Engagement
  • Basic understanding of how to navigate the Dynamics 365 application
  • Working knowledge of the core records available

Modules in this learning path

This module will focus on Microsoft Dynamics 365 entitlements and how they're used to define and track information about support contracts. It includes information about creating and defining entitlements, setting up entitlement terms and types, defining related records, and managing the entitlement lifecycle.

This module will focus on Dynamics 365 Service Level Agreements (SLAs) and how they can be leveraged to define and track KPIs including defining business closures and working hour schedules, determining SLA triggering conditions, defining SLAs, building SLA items, managing SLAs, and working with SLA pause statuses.